Case Study: Terps USA reduces support tickets and boosts conversions with Zipchat AI

Terps USA achieves 30x ROI with ZipChat

Terps USA, a provider of premium terpene sprays and aroma products, faced a common e-commerce challenge: customers were reluctant to read FAQ pages and instead flooded the company with repetitive emails and phone calls. This manual support process, handled through Shopify Chat and SMS, was unsustainable and pulled staff away from higher-value tasks. To address this information friction and improve efficiency, Terps USA turned to the AI automation solutions from Zipchat.

By implementing Zipchat's AI agent, which they personified as a character named "Terpski," the vendor provided a solution that delivered instant answers to customer questions directly on product pages. This automation significantly reduced the volume of support tickets and decreased the daily workload of the customer service team. The results for Zipchat were impressive, including a 30x return on investment and a 13% chat conversion rate, as the immediate responses helped capture sales while customers were in a high-intent purchasing mood.

Terps USA